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Activities of change management

- Okay, so the change management process,again still in service transition, let's hit ata very high level some of the activities that take placeduring change management.First, some of the things we talked about up to this point,the trigger point to kick this process offis to create the RFC or the request for change.This is the formal request, the document thatis input into the change record.And once that RFC is created, that can be donea couple of different ways, it could be done electronically,you may have a RFC that's done on paper,but it's an official reconditionthat that request is being made.

So, it gets recorded, it's been officially recognized,then we record that information as when we record itit's put into the change management tool,typically this is where it's given a request numberor whatever you have for that to officially recognizethat it has been recorded.We walk into the review phase next,the review is a filtering.Does the RFC have everything it needs,does it have the remediation or backout plan,do we have the appropriate test plansidentified for this and so on.

So, if for some reason that RFC is missing somethingwe can kick it back and say "hey, if you can get"a couple of these pieces back into the RFC,"get it to me by a certain time and we can still get it in"and possibly meet our CAB deadline for submittals"that type of stuff, so we want to make surewe work with the customers on this.So we go to the next piece after it has been reviewed,then we do the asses and evaluate that change,this can be done in a lot of different ways.We have to understand the type of change it is,the change module that we are actually using for this,because there is a different authoritythat may have to approve this.

Again, this may be a change that comes right into our CAB,this may be a change that has to go toa higher authority for example,like a steering committee or those types of things.So, as we are looking at the assessment of those things,it's the level of change,the authority we have to make to do this.Now, once this assessment takes place,again this change request is going to be in a certain state,let's assume that it gets approved and scheduled,so one of the things that comes out of thisis that thing we call the change schedule or the CS.

Here is where that change is being planned for deployment.We also may have something, basically it's calledthe projected service outage, or the PSO.So in many cases, you know, or in most caseswe do not want to affect service availabilityas we are making these changes.In some cases, based on our SLAs, there may be some casesduring certain change windows, maintenance windows,release windows, whatever you call themin which services are unavailable during that.

So that's where we identify what thatplanned service outage might beas a result of that change.Now, we take a look at this next piece,so remember we go into, now change managementas a process isn't technically doing the build, test, deployand so many times if it's a very small changethat goes through the system, change may approve itand it goes in and it's kind of gone to deployment,change is just general oversight of that.But for larger changes, let's saythat are coordinated with say releases,we go through this authorization,where we authorize the change build and test.

So that's really kind of the first phaseof that release and deployment management piece,so change, remember, is the oversight through the lifecycleof this change, so we say"great, you've got authorization to move to build to test"and we are monitoring that.And during that build test, maybe coordination of that changebuild and test we may then give authorizationfor change deployment, we may coordinatethe change implementation and then when that is complete,we review and close that information.

So remember release and deployment managementmay be doing a lot of the actual build, test, deploy piecebut change management being the oversightensures that we are providing the proper approvalsat certain steps there.One thing I wanted to point out herein all this mess of ink that I've put up hereis to point out there's some things that you see on the sidethese yellow boxes say update changein configuration in the CMS.The change manager should ensure thatupdates, changes the configuration itemsthrough this process are made inthe configuration management system.

If you think back to the process we have called SACM,service access and config, we are approving changesto configuration items or CIs, we have to make surethat we provide the proper updates to those CIsthroughout that entire process.You see a couple of processes that are becomingvery, very closely intertwined with each other.Change management, release and deployment managementand service asset and configuration managementwork extremely close within service transition.So those are the activities, we'll talk abouta couple more things on change managementin the next few videos.

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Released

9/8/2014

The Information Technology Infrastructure Library (ITIL®) has become the standard framework for the IT service industry. In this course, instructor Mark Thomas explains what ITIL is and how it can help align IT services with the needs of your organization. The course is comprised of eight modules, drawn from ITIL objectives that follow the phases of the service life cycle. Mark explains the key principles, models, and concepts behind the ITIL model of service management, and then dives deep into the life-cycle processes, from business-relationship management to problem management, using real-word examples from his own career.

ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.